Start a journey of endless opportunities with Cloudify At Cloudify, we offer the leading-edge automation technology and great ideas for workflow automation that enable us to innovate for the future of your business.

Our Vision: At Cloudify, we have a vision of digitising businesses. A vision of making sure that your business has the necessary technological infrastructure to grow, not in the long run. This vision is at the heart of what we do. First, we look at your business and revamp your technological infrastructure with modern systems and business process automation. Then, with our technical expertise, we help you achieve your vision.

We excel in three areas! Process analysis - We map and understand how our client’s current business processes and tech stack. Implementation - Implement best-of-the-breed SaaS software to support our client’s digital transformation further. Automation - We integrate and automate business processes across the company’s value chain.

Position Overview:

The Customer Success Manager (CSM) plays a pivotal role in ensuring the long-term satisfaction, retention, and success of the company’s customers. This individual is responsible for guiding customers through their entire lifecycle, from onboarding and training to product adoption, ensuring they derive maximum value from the company’s products and services.

The CSM will work closely with customers to understand their needs, proactively address any challenges, and serve as their advocate within the company. This role requires strong account management, customer engagement, and relationship-building skills, as well as the ability to identify opportunities for upsells and renewals.

In addition, the CSM will collaborate with cross-functional teams, including sales, marketing, product development, and support, to continuously improve the customer experience and ensure that feedback is incorporated into product evolution. A successful CSM is someone who is both customer-focused and data-driven, with a strong ability to solve problems and manage risk, while always aiming to enhance the customer journey.

Key responsibilities include managing customer accounts, driving engagement, and ensuring customer satisfaction by addressing concerns, providing product training, and acting as a key point of contact for all customer needs. This role is essential in driving customer loyalty and promoting long-term business growth.

Key Responsibilities:

Onboarding and Training:

Guide new customers through the onboarding process, ensuring a smooth transition to the company’s products and services.

Provide tailored product training to help customers understand and fully utilise the company’s offerings.

Account Management:

Serve as the primary point of contact for assigned customer accounts, ensuring they receive exceptional service and support.

Maintain regular communication with customers to monitor usage, address concerns, and ensure they are achieving their goals.

Customer Engagement:

Build and maintain strong, long-term relationships with customers to understand their needs and proactively provide solutions.

Conduct regular check-ins and quarterly business reviews to align on progress and identify growth opportunities.

Renewals and Upsells:

Drive customer renewals by ensuring they continue to find value in the company’s products.

Identify and pursue upsell opportunities to increase account growth and product adoption.

Risk Management:

Monitor customer health and satisfaction metrics, identifying any potential risks to customer retention.

Proactively address customer concerns, resolving issues before they escalate.

Metrics and Reporting:

Track and report on key performance indicators (KPIs) such as customer satisfaction scores, usage data, and renewal rates.

Analyse data to identify trends, gaps, and opportunities for improvement.

Collaboration with Internal Teams:

Work closely with sales, marketing, product, and support teams to ensure seamless customer experiences.

Provide feedback from customers to product and development teams for continuous product enhancement and improved user experiences.

Product and Presentation Maintenance:

Coordinate with internal teams to incorporate customer feedback into product updates.

Ensure that product presentations, UI, and content are consistently updated and aligned with customer needs.

Customer Advocacy:

Act as the voice of the customer within the organization, advocating for their needs and ensuring their expectations are met or exceeded.

Represent customer interests during product development discussions and company initiatives.

Profile Description:

● Education:

Bachelor’s degree in Business, Marketing, Communication, or a related field.

Master’s degree or additional certifications in Customer Success, Account Management, or related areas is a plus.

● Experience:

3-5 years of experience in a Customer Success, Account Management, or Customer

Support role, ideally within a SaaS, technology, or B2B company.

Proven track record of managing customer relationships, driving renewals, and

identifying upsell opportunities.

Experience in onboarding and training customers on software products, managing key accounts, and engaging with senior stakeholders.

Technical Skills:

Proficiency in CRM platforms such as HubSpot, Salesforce, or similar customer management systems.

Familiarity with customer success platforms (e.g., Gainsight, ChurnZero) and data analysis tools.

Basic understanding of SaaS or technical products to effectively support customers and troubleshoot issues.

Good knowledge of AI and its implications with regards to customer success work.

Communication and Interpersonal Skills:

Exceptional verbal and written communication skills, with the ability to explain complex ideas clearly and persuasively.

Strong interpersonal skills, with the ability to build and maintain lasting relationships with diverse customer personas, including C-suite executives.

Active listening skills to fully understand customer needs and concerns.

● Problem-solving and Risk Mitigation:

Proactive approach to identifying potential risks to customer satisfaction and developing solutions to mitigate them.

Strong problem-solving abilities and critical thinking skills, with experience handling escalations and resolving customer issues.

● Customer-Centric Mindset:

Strong focus on customer satisfaction, with the ability to empathise with customers and ensure their success.

High emotional intelligence (EQ) for handling customer interactions and building trust.

● Data-Driven and Analytical Skills:

Ability to track, analyze, and report on customer success metrics such as usage data, satisfaction scores, and renewal rates.

Experience in using data to make informed decisions and optimize customer engagement strategies.

● Collaboration and Teamwork:

Proven ability to collaborate across departments such as sales, marketing, product, and support to drive a unified customer experience.

Experience providing product feedback and insights to internal teams for continuous improvement.

● Time Management and Multitasking:

Excellent organisational skills with the ability to manage multiple accounts and priorities in a fast-paced environment.

Ability to work independently, manage deadlines, and juggle customer needs simultaneously.

● Adaptability and Continuous Learning:

● Openness to adapting to new processes, products, and tools as the company evolves. ● Willingness to learn and grow in a dynamic, ever-changing environment.

Additional Qualifications (Preferred):

● Experience in a fast-paced, high-growth SaaS or technology company. ● Certifications such as Certified Customer Success Manager (CCSM) are a plus.

What We Offer:

Competitive salary.

Comprehensive health insurance.

Opportunity to work with cutting-edge technology and our proprietary platform, Lighthouse.

A collaborative and dynamic work environment.

Continuous learning and development opportunities.

Flexible work arrangements and remote work options.